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Overview:

As part of the college’s mission to support excellence and innovation in teaching, learning, and scholarly and creative work, CMDI provides the community with appropriate educational, creative, and administrative software. The college strives to make software accessible and inclusive to all members of the CMDI community.

The CMDI Software Acquisition Service focuses on procuring software applications and licenses to support the college's administrative functions and academic initiatives. Other relevant departments typically manage responsibilities outside this scope through IT support teams or specialized software development and evaluation processes.

Parties involved: CMDI Tech Experience Team, Faculty, and Administrative Staff.

Purpose and Scope of the Agreement: This SLA outlines the terms and conditions governing the acquisition, use, and support of the software.

Effective date of the SLA: The SLA will take effect on July 1, 2025.

Definitions:

Software: Any program or service that a computer operates to perform tasks and/or generate data.

Software Vendor: A third party responsible for the manufacture and distribution of software.

Service Level Objectives:

To create a streamlined process for meeting the college's software needs. This process involves submitting a formal request for software acquisition, along with a deployment plan. The CMDI Tech Experience Team does not guarantee its ability to acquire and install software without ample notification (at least one week) or by submitting a formal acquisition request.

Service Offerings:

Installation and Configuration:

Installation process: The software will be installed by the CMDI Technology Team or the OIT Labs Team, depending on the space, while following a deployment plan tailored to the requirements for the course or learning space and the existing infrastructure within the space. If the infrastructure in the space requires updating, that will be included as part of the deployment plan.

Configuration options: Users can dictate configuration setting preferences that administrators carry out. Based on expertise, the administrator will be a member of the CMDI Tech Experience Team and well versed in the technology they are assigned to support. Other workflows and access permissions will be assigned based on roles, responsibilities, and access needs.

Integration with existing systems: Any integration capabilities with popular third-party systems will be explored for ease of use and continuity within the overarching institutional practices, such as Microsoft Office Suite and SSO (single sign-on), allowing seamless data exchange and eliminating duplicate or conflicting data entry.

Training and Documentation:

Training materials: The vendor provides comprehensive user manuals, video tutorials, and online knowledge bases to help users learn the software effectively. The CMDI Tech Experience Team will guide users through accessing these materials.

Training options: CMDI will provide training for interacting with the points outlined in the SLA. This process does not necessarily include formal training in any requested software. This SLA assumes that those requesting software either already know how to use it or will obtain that knowledge (e.g., through the Academic Technology Consulting process).

Documentation: The vendor provides detailed documentation, including system requirements, installation guides, and API documentation, to assist users in utilizing the software's functionalities. The CMDI Tech Experience Team will provide documentation and instructions for interacting with the SLA and explaining how we provide support.

Support and Maintenance:

Response times: The CMDI Tech Experience Team shall acknowledge and respond to customer inquiries within 24 hours.

Bug fixes and updates:

The vendor shall provide bug fixes and patches to address software defects within a reasonable timeframe. Depending on the space, the CMDI Tech Experience Team or OIT will deploy these fixes and patches.

If the above poses a possible service interruption, the customer will be notified of software updates, new releases, and associated costs or compatibility requirements. Updates will be scheduled so they do not conflict with or interrupt student learning experiences in course offerings.

Responsibilities and Obligations:

User responsibilities:

System requirements: The CMDI Tech Experience Team shall provide and maintain the necessary infrastructure, hardware, and network connectivity per the software requirements. The CMDI Tech Experience Team is not responsible for network outages or ISP service interruptions.

Data backup: All users are responsible for regularly backing up and protecting their data and understanding CMDI's data management and storage policy.

CMDI Tech Experience Team responsibilities:

Timely support: The vendor shall provide support services within the agreed-upon response times.

Bug fixes and software updates: The software vendor shall promptly address reported software defects and provide updates as necessary. CMDI will monitor and manage these processes as required.

Documentation: The CMDI Tech Experience Team shall provide comprehensive documentation and user guides for the software.

Change Management:

Change requests: Changes to the software or the SLA shall be submitted through a formal change request process to CMDItechteam@colorado.edu and subject to review by the Dean's Technology Advisory Committee and the leadership team.

Approval and impact assessment: Changes will be reviewed, approved, and assessed for potential impacts on functionality, performance, and service levels. Additionally, a deployment plan for the change must be developed and approved.

Confidentiality and Data Security:

Confidentiality: The vendor agrees to maintain the confidentiality of customer information and shall not disclose it to any third party without prior consent.

Data security: The vendor shall implement appropriate security measures to protect customer data from unauthorized access, loss, or alteration. Suppose any additional data security requirements are necessary and not otherwise covered by regular institutional practices. In that case, the CMDI Tech Experience Team will work within university and OIT security standards to secure data to the best of its ability.

Out of Scope:

This service does not provide for personal purchases, development, or campus software compliance and audits.

For large-scale software development and engineering, please see .

Community Responsibility:

All CMDI community members are responsible for training and ensuring compliance with the software usage guidelines

User Eligibility:

This service is available to current CMDI Faculty, Instructors, Student Workers, Graduate Researchers, and Staff.

Service Availability:

Staff support is available Monday through Friday, 8:30 am – 4:30 pm.

Fees and Expenses:

There is no charge for this service.

Request support:

Email: CMDITechTeam@colorado.edu

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